Verint CX Automation Review from New User
April 03, 2025

Verint CX Automation Review from New User

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Verint CX Automation

We are fairly new to the Verint CX Automation; however, we are learning speech analytics and currently use DPA. We are hoping to implement AQM in the third quarter of 2025 to expand our call monitoring scope and increase our QA scores and leverage these results to create a business case to get upper management to invest more into QA bots.

Pros

  • Ability to see screens
  • DPA ability
  • AQM ability

Cons

  • On prem customers being able to use cloud services
  • More how to classes in Verint connect
  • Quick QRGs for speech analytics
  • DPA was a positive deliverable for our organization
  • Ease of user management
  • Wish we could use cloud services on prem
Enjoy the ease of use for call monitoring. Learning more speech analytics and AQM. Do wish there were more how To's and step by step instructions for speech analytics and AQM. Would like transcription in Five 9 to be better than it currently is. Unfortunately, being on prem, we cannot use cloud services.
We have the five9 version of Verint CX Automation which took the place of Business IC Manager. The ease of use and real time coaching capabilities have been instrumental to give immediate coaching and understanding what our customer agents are doing at any given time. The canned reporting and transcription could improve.

Do you think Verint CX Automation delivers good value for the price?

Not sure

Are you happy with Verint CX Automation's feature set?

Yes

Did Verint CX Automation live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Verint CX Automation go as expected?

Yes

Would you buy Verint CX Automation again?

Yes

Verint CX Automation incorporated with Five 9 has allowed us to review real time and give quick feedback to all of our agents. DPA creation was done to hide financial information of our clients. Due to being on Prem, we do not have the ability to obtain exact transcription which hinders our ability to properly use speech analytics and AQM

Verint CX Automation Feature Ratings

10.0
Agent dashboard
10
Validate callers
Not Rated
Outbound response
Not Rated
Call forwarding
Not Rated
Click-to-call (CTC)
Not Rated
Warm transfer
Not Rated
Predictive dialing
Not Rated
Interactive voice response
Not Rated
REST APIs
Not Rated
Call scripts
Not Rated
Call tracking
Not Rated
Multichannel integration
Not Rated
CRM software integration
Not Rated
8.0
Inbound call routing
Not Rated
Omnichannel inbound routing
Not Rated
Recording
10
Quality management
10
Call analytics
10
Historical reporting
5
Live reporting
5
Customer surveys
Not Rated
Customer interaction analytics
Not Rated
Omnichannel support ()
Not Rated
Predictive Analytics ()
Not Rated

Comments

  • Adrienn Tordai | TrustRadius Reviewer
    Adrienn Tordai
    (Vendor Representative) commented 10 months ago
    Hi there thank you for your review of Verint CX Automation. We're glad to hear that DPA and Speech Analytics have yielded great results so far. Your positive feedback on the ease of use for call monitoring and user management is greatly appreciated. We also value your input on areas for improvement such as the need for more how-to classes in Verint Connect and reference guides for speech analytics. We are continuously working on our solutions and processes to ensure they meet your needs. Feel free to update this review any time in the future to reflect on your latest experiences for example once you gather more feedback on Speech Analytics. Keep up the great work Cheers

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